Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support).
Build a high-performing, customer-centric support organization aligned with company goals and growth.
Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery.
Own the relationship with the BPO partner delivering Tier 1 support.
Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance.
Partner with vendor leadership to optimize staffing, training, and operational efficiency.
Lead the Enterprise Support team responsible for high-value and strategic customers.
Ensure white-glove service delivery, proactive engagement, and strong customer advocacy.
Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes.
Design scalable processes, tools, and workflows across all support tiers.
Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams.
Recruit, develop, and retain top support leadership and talent.
Foster a culture of accountability, continuous improvement, and customer obsession.

10+ years of experience in customer support or customer operations, with at least 5+ years in senior leadership roles.
Proven experience managing BPO/vendor support operations at scale.
Experience leading multi-tiered support organizations (Tier 1–3), including enterprise and technical support.
Strong operational and analytical mindset with experience defining and managing KPIs and SLAs.
Demonstrated ability to partner cross-functionally with Product, Engineering, and GTM teams.
Excellent communication, leadership, and stakeholder management skills.
Experience in SaaS or high-growth technology environments strongly preferred.
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

Senior Director, Customer Support

Key skills